Superior Customer Service: Remove the Threat of One Phrase
by Kate Nasser |
There is a phrase becoming popular in the customer service world that threatens both the customers and all of us in the profession. It’s a phrase we need to decry and banish from our vocabulary especially in the powerful world of social media.
The phrase we need to remove is: “Fire the customer!”
This threatening phrase:
- Diminishes our integrity instead of building trust
- Undermines our caring purpose rather than succeeding through care
- Broadcasts selfishness and greed vs. radiating greatness
- Declares customer service to be a power struggle instead of a partnership
- Makes all customers who read it more defensive instead of cooperative
- Teaches a new generation of customer service professionals a skewed view
- Projects a tug-of-war mindset rather than a winning collaboration
Are there times when we can’t meet a customer’s need or expectation? Sure.
Yet how we part company — and speak about — echoes our brand throughout the global reach of social media.
For those business owners proudly using the phrase “fire the customer” all over Twitter, Facebook, and beyond, it’s worth a moment to consider an alternative.
The times I have not been able to continue with a customer, I have said:
“Although I cannot meet your needs and must pass on this opportunity, I wish you success …”
I am not “firing the customer”, as the current threatening phrase likes to power tout. I am firing myself! How we say things in difficult moments affects the future of our brand.
Current customers and social media tell future customers what we believe; they wonder how we will treat them. Every tweet, every post, every statement tells the world what we think of customers as a whole.
Customers talk about us too; what they say is actually up to us!
I vote to give superior customer service — not to be superior over customers. What do you want customers to say about you and your brand?
From my professional experience to your success,
Kate Nasser, The People-Skills Coach™
©2012 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email firstname.lastname@example.org. Thank you for respecting intellectual capital.
Kate Nasser, The People-Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.